Executive Summary
Healthy Helping Hands is a mufti-national health care equipment company with operations in 10
countries. The organization manufactures and distributes a variety of health care products ranging
from its unique baby breathing devices to diabetes supplies to wheelchairs.
Based on current projections, Health Helping Hands expects to expand the company primarily
through small, targeted acquisitions as well as a modest amount of organic growth The organization
has been affected by numerous technical challenges, specifically with delivering applications to its
users - 4 000 employees approximately 500 of which are contractors. In addition, because the timing
and size of acquisitions is unpredictable, the IT staff must have the ability to adjust the technical
integration of newly acquired companies to accommodate unpredictable timing for example, while a
period of several weeks or months may have been planned, the integration may need to be
completed in several days These challenges caused the company to investigate the Citrix Delivery
Center offerings leading to the ClO's decision to move forward with those Citrix Delivery Center
products and features that address IT and user needs.

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With users spread throughout numerous offices, some with and some without IT staff, it is
imperative that supportability administration and security are factored into the new solution
However, for the 4 000 employees and contractors within the organization the CIO has mandated
that users should be provided with a highly available virtualization solution that best suits their job
function.

1.1 Current Citrix Environment
Healthy Helping Hands currently runs a Citrix Presentation Server 4 0 farm based on Windows Server
2000 that services the Human Resources (HR) applications- Because this product has reached 'endof-life and is no longer supported and this farm has had numerous growth issues the CIO has
designated that the new design will incorporate XenApp, XenDesktop, and/or XenServer as
appropriate to address present and future application and access requirements
However, before moving into the design phase, the current Presentation Server environment, as
well as infrastructure, user requirements, applications and related areas have been assessed to
determine current status, issues and considerations for the new design.
The Consulting project team worked on-site at Healthy Helping Hands during the week of February
1-5„ 20.10, conducting this Infrastructure Assessment as defined in the Statement of Work, dated
January 20, 2010. This document represents the deliverable for the infrastructure Assessment phase
of the project.

1.2 Key Project Findings
During the week of February 1, 2010- an assessment of Healthy Helping Hands' Application Delivery
environment was conducted, and the project team determined several key findings:
•
The current environment is built on 32-brt architecture, although some hardware may
support 64-bit architecture.
•
only.

The CIO wants to migrate all IT platforms to 64-brt during upgrade/replacement programs

1.3 Next Steps
After thoroughly reviewing this document, Healthy Helping Hands should take the following actions
within the short term (one-to-two weeks) and long term (several weeks or longer):
Long-Term Activities:
•

3

Migrate all IT platforms to 64-bit for compatibility and support.

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1.4 Issue Status and Resolution
The following issues were also addressed during the course of this assessment:

Users
Currently, only the Human Resources group accesses applications hosted on Citrix Presentation
Server 4 0 HR users typically tog on to the HR applications suite as needed, approximately two or
three times throughout the day and then tog off when finished due to security requirements. When
a new Human Resources employee joins the company, he/she is added to this group and thus gains
access to the HR applications suite

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In general, this group reports overall satisfaction with application access through Presentation
Server. However, some users have reported printing issues as described in Section 1 4.
With the exception of the San Francisco and New York locations where the majority of the IT staff is
located, users are generally frustrated with the IT staff because of hardware and application access
issues associated with traditional application delivery In formal and informal settings the CIO has
presented the concept of vitalizing applications and desktops, and users have responded favorably
Thus, the CIO has decided that Healthy Helping Hands will virtualize all applications and desktops,
making the delineation based on job requirements.

Client Devices
All of the HR users currently accessing the Presentation Server-based applications do so by means of
Windows XP or Windows Vista laptop or desktop computers.
With the exception of Customer Service, most office users have computers that run Windows XP or
Vista. The manufacturing employees have access to locked-down antiquated computers on the
Manufacturing floor and common areas. For several years, the Manufacturing Department has
reported numerous problems related to frequent equipment failures. This has normally been
blamed on the environmental conditions, such as dust dirt and vibration, found on the
manufacturing floor. The Customer Service employees also have antiquated computers Both the
manufacturing and customer service devices will be replaced with new thin client devices as part of
this initiative.
Some employees have purchased their own handheld devices, such as iPhone, HP iPAQ with
Windows Mobile and Blackberry. As part of an earlier initiative, Microsoft ActiveSync is installed on
the Citrix servers to facilitate Windows-based PDA sync for a small group of users. This feature is
still available but should be disabled for security reasons. These devices are not officially supported
by the IT department at Healthy Helping Hands, only 'best effort" support is provided.
Current breakdown of computer devices at Healthy Helping Hands:

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Applications
The HR applications suite, named PositivelyPeople, is based on a front-end application that provides
access to various modules, including payroll time sheets, vacation requests, new hires and former
employees. The sensitive data in the PositivelyPeople application must be treated with strict
confidentiality and must only be accessible to members of the HR user group; distribution of the
data must be prevented. The output of the modules can be in either Microsoft Word or Excel file
formats, $o these applications are co-located with PositivelyPeople on the same Presentation
Servers and icewise presented as published applications. Thus, users are presented with three
applications, PositivelyPeople, Word and Excel, and within these applications each user creates
his/her own customized view.
Installation of PositivelyPeople is performed manually based on a thoroughly documented process
and Installation Manager is used to deploy Word and Excel. Because only these three applications
are published there is no process for testing and integrating new applications. All applications are
published with consistent settings
In addition, all users require access to office productivity applications including e-mail.
Several months ago Healthy Helping Hands explored hosting the CAD application on XenApp 5.0
Platinum for Windows Server 2003 (x86), but only a maximum of five concurrent user sessions could
successful be hosted on each server due to heavy resource requirements even with CPU and
memory optimization enabled.

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The vendor for PositivelyPeople has tested and certified the application to run on Windows Server
2008. The vendor has also found that leveraging High Availably for XenApp applications would be
beneficial
Breakdown of all user groups and their application requirements:

Application Access

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Users access applications by means of the Web Interface. The internal Web Interface site, http :
//applications.healthyhelpinqhands.com is accessible to all employees but only presents applications
to the Human Resources group at this time. If the Web Interface will be used in the future
environment, this URL should be used because this employee group is already familiar with it.
Most of the HR users access their application suite internally; however the IT staff recently created a
Secure Gateway/Web Interface server in the DMZ so that users could access their applications while
traveling. However, this server is based on older hardware and has had intermittent issues over the
past few weeks. Thus, most HR users can no longer rely on having remote access to their
applications.
In the new environment, all employees should have remote access to their applications and/or
desktops, with the exception of manufacturing floor employees and contractors.

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Hotftx Rollup Pack 2 (PSE400W2K3R02) is the only hotfix retailed on each of the Presentation Server
4 0 servers.

Virtualized Desktops
At the current lime, virtualized desktops are not used. Published desktops are only made available to
administrators, and all users in the HR group access their three applications by means of published
applications. Because all applications will be virtualized in the future Healthy Helping Hands will
consider published desktops or virtualized desktops for users based on what is deemed most
appropriate. The CIO has determined that where virtualized desktops will be used High Availability is
required.

Databases
A single SQL Server 2005 server currently houses only the Presentation Server 4.0 data store and
EdgeSight database. This server is maintained by the Healthy Helping Hands database administrator,
and a full backup is performed each night as part of the regular maintenance program.

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The backend database for the PositivelyPeople application is housed at the main data center. It is
based on a clustered configuration of SQL Server 2005.
Healthy Helping Hands is moving all databases to SQL Server 2008 based on robust new hardware
and virtualized servers. They would like to transition the Citrix and PositivelyPeople databases to this
new platform as soon as reasonably possible.

Windows Server and Active Directory
The Presentation Servers are based on Windows 2000 Server Healthy Helping Hands understands
that Microsoft has ended support for this platform and plans to move to Windows Server 2003.
The Terminal Services License Server is hosted on a single domain controller wrth 100 Client Access
Licenses (CALs). Because Windows XP devices include embedded Windows 2000 Server Terminal
Services licenses, only about half of the Terminal Services CALs have been consumed.
The IT staff of Healthy Helping Hands has built all of the servers in the Presentation Server farm
manually. These servers have been in service for several years with no significant changes, so the
process of building or rebuilding a server has not been a regular part of maintenance tasks However,
an automated, easy-to-use server build process must be incorporated as part of the new farm
design.
The Citrix-related servers are housed within Active Directory as follows:
â&#x20AC;˘

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Domain: healthyhelpinghands.com

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•

Organizational Unit (OU). Citnx Servers

•
farm)

OU: Presentation Servers (contains the Data Collector and member servers in the production

•

OU Other (contains all other servers)

No logon scripts are enabled for users: Healthy Helping Hands abandoned logon scripts last year in
favor of Group Policy Objects.
Healthy Helping Hands applies a minimal set of Group Policy Objects (GPOs) to the Presentation
Servers. Only one GPO is applied directly to the Citrix Servers OU, which configures Internet Explorer
settings. Other policies are applied at a higher level and include settings for Windows Updates.
Roaming profiles were implemented previously, but issues were experienced with one of the
PositivelyPeople modules. Instead, local profiles are being used and administrators must manually
delete the profiles when necessary. No Terminal Services-specific home drives have been
implemented as they have been deemed unnecessary.

Network Architecture
The site layout of Healthy Helping Hands:

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Healthy Helping Hands is a worldwide organization comprised of four data centers in New York, San
Francisco, London and Hong Kong and numerous regional offices each connected by a private wide
area network to a data center. Additionally, hundreds of users work from small regional offices.
Appropriately 20% of all users work from home offices or travel part-time.
This is likely to increase significant due to a new flexible working policy for corporate users. Because
of this, reliability of remote access will become more important. The CIO has emphasized that
internal WAN traffic must be kept to a minimum. As such, each user has a â&#x20AC;&#x153;homeâ&#x20AC;? data center, to
which he/she primary connects; if there is a failure, virtualized applications should fail over to the
designated backup data center.
Based on this architecture the data centers are designed to support specific functions;

Enterprise Storage
User data is stored on the HP SAN. Healthy Helping Hands plans to have a Hewlett-Packard
StorageWorks solution with a capacity of more than 1000TB space physically located at each of the
four main data centers. Initially, only about 200TB of space will be used, and there is an internal
effort underway to delete files that are no longer required.
Healthy Helping Hands plans to upgrade the storage solution in order to incorporate redundancy,
High Availability and replication between the primary and backup data centers.

Server

Hardware

Characteristics of all physical servers associated with the Presentation Server 4 0 environment;

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Going forward, Healthy Helping Hands is planning to purchase new hardware to support the plan
virtualization environment. This capital expenditure has received preliminary budgeting approval;
however, where feasible and reasonable, server virtualization should be incorporated m order to
maximize the efficiency of data center operations.

Security
Users log on to the Presentation Servers based on Active Directory credentials. In addition, the
PositivelyPeople application requires secondary credentials. Healthy Helping Hands explored using
Citrix Single Sign-on (Password Manager) but the rollout failed because training was not provided to
users.
Due to the sensitive nature of the HR application, shadowing was disabled during installation of the
Presentation Servers. Going forward, however, shadowing should be enabled during installation and
only allowed by Citrix policy for Level 3 support personnel
Anti-virus software is installed on each server, and it is automatically updated every hour.
HR users can access their applications externally by means of the Secure Gateway server; however,
this server has had intermittent failures recently. A reliable remote access solution is a requirement
for the design project.

Systems Monitoring and Management

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Healthy Helping Hands primarily uses EdgeSight Service Monitoring to monitor the Presentation
Server environment. When the farm was first implemented, Resource Manager and a centraized
monitoring tool were used as the primary monitoring tools but were abandoned when EdgeSight 5 0
was implemented about six months ago. Because EdgeSight Service Monitoring is included with
Platinum licensing, there was no additional cost to Healthy Helping Hands.

Disaster Recovery
Although the data center in San Francisco serves as the disaster recovery site for many of Healthy
Helping Hands IT operations the Presentation Server environment is not incorporated into this site.
A detailed Disaster Recovery Plan for the Citrix environment does not exist at this time. As such, the
Citrix environment has not been included in any disaster recovery test. Going forward, the CIO has
mandated the use of the San Francisco data center for disaster recovery.

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Question: 2
Scenario: The IT managers at Healthy Helping Hands are looking at a project to expand and upgrade
their Citrix environment to meet their current and future business needs. The main business
requirement for this project is to provide secure and reliable access to company-owned applications
for all the current and future staff, including contractors around the world. Which two issues present
a risk to the project and its deadlines based on the assessment document? (Choose two.)
A. Print jobs intermittently fail
B. A dispersed user community
C. Wide range of device types in use
D. Unpredictable timing and size of acquisitions
E. External access only through an intermittently failing Secure Gateway

Answer: B, D
Explanation:

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Question: 3
How should an architect recommend delivery applications to the Manufacturing users at Healthy
Helping Hands?
A. Publish the applications to new PCs.
B. Publish the applications to their existing devices.
C. Use XenDesktop to deliver disk-based thin clients.
D. Publish the applications to new diskless thin clients

Answer: D
Explanation:

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Question: 4
Scenario: The IT managers at Healthy Helping Hands are looking into making New York and San
Francisco their two principal sites, each capable of failing over to the other. This will be one of the
major requirements for the Citrix infrastructure design. Which two backend infrastructure
components need improvements in disaster recovery support as part of this project? (Choose two)
A. HP SAN storage
B. User Profile server
C. PositivelyPeople database
D. Terminal Services license server

Answer: B, D
Explanation:

Question: 5
Scenario: As Healthy Helping Hands continues to expand, the demand placed on the current solution
will increase significantly. As such, an architect must access the current hardware to indentify
constraints against the companyâ&#x20AC;&#x2122;s future growth. Which statement best describes a current
hardware constraint?
A. Hard drive capacity cannot be expanded due to space limitations.
B. Existing server compressors are not capable of supporting 64-bit architecture.
C. The existing 1Gbps server NIC speed is insufficient for home user connectivity.

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D. Server memory is at or above the maximum supported by the current hardware and operating
system.

Answer: D
Explanation:

Question: 6
Healthy Helping Hands has decided to replace the PCs used by the Customer Service and
Manufacturing teams with new thin clients, as the PCs are running operating systems which are no
longer covered by extended support. How many of these thin clients will need to be purchased?
A. 50
B. 250
C. 3000
D. 3050

Answer: B

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Explanation:

Windows 2000 is not support by Microsoft and Citrix.

Question: 7
The architect is deciding how to best delivery the Healthy Helping Hands application suite. Based on
the information given in the assessment document, which application should be streamed to
desktops rather than publish?
A. Finance application suite
B. Engineer's CAD application
C. Manufacturing ERP application suite
D. HR PositivelyPeople application suite

Answer: B
Question: 8
Printing security is a key requirement for the Human Resources department of Healthy Helping
Hands. Which printing policy setting should be configured to enhance security for the HR
department?
A. All User Printers
B. Session Printers only
C. User's Default Printer only

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Question: 10
Based on the assessment document, which two actions must the architect take regarding Citrix
licensing in order to properly assess the environment?
A. Restart the IIS Service.
B. Restart the Citrix Licensing Service.
C. Add the REPORTLOG keyword to the options file.
D. Create a file called REPORT.LOG in C:\Program Files\Citrix\MyFiles.
E. Select a network share to which the local system account has write access.

Answer: B, C
Explanation:
Symptoms
Reportlog.rl files are no longer readable in the License Management Console. You see the following
error message in the console:
"25-Apr-2005 11:02:22AM Error: In C:\share\reportlog1.rl_o license server hostid changed ... Hint:
This report log may have been written to by multiple servers or vendor daemons. No further events
will be read from this file."
Refer to the following screen shot:

The following error message appears in the reportlog.rl file:

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"Warning: Graph for "MPS_ENT_CCU" is too large"
Cause
The Citrix License Server is coded in the reportlog.rl file. If the code changes (due to a failover in a
cluster or a change in the server name) the reportlog.rl file is still written to, but the License
Management Console is no longer able to open the file.
The Reportlog.rl file is not written in clear text, but it is a text file.
Within the collected data, the head sections of separate time periods can be identified. For example:
# FLEXnet Licensing Report Log, 14 February, 2007 (17:52), "CITRIX" on "XYZ" FLEXnet Licensing
v11.3.0 build 28877
Z5 5 0
C;;mm|]p2f(Nt7SD`''0*HzcRBb_#E3x
Resolution
To make the file readable again, split it into sections using the following procedure:
1. Open the reportlog.rl file with a text editor (for example, Notepad) and identify the existing
sections.
2. Copy and paste the content of each section of the reportlog.rl file from the original file to empty
text files named reportlog_period1.rl, reportlog_period2.rl, and so on.
3. Place the newly created files in the same folder as the reportlog.rl file.
4. You can open the reports in the License Management Console and run reports for the times
indicated in the header.

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